Service Manager

Customer Experience Manager

Responsibilities

• Onboard new service customers using structured project plans.
• Serve as primary escalation point and drive issue resolution.
• Lead cross-functional communication across internal teams.
• Monitor and report on customer KPIs and implement improvement plans.
• Track and manage customer-impacting projects.
• Develop customer action plans for service quality and performance.
• Identify risks and execute mitigation strategies.
• Conduct periodic customer reviews and present updates.
• Use PM and CRM tools to track progress and milestones.
• Identify churn risks and collaborate to retain customers.
• Drive continuous improvement in processes and service delivery.

Qualifications

• College or University diploma or equivalent.
• A minimum of 5 years of professional experience in Customer Support or Customer Service roles (or similar).
• Proven experience as a customer support specialist, preferably within a similar environment.
• Proficiency in English.
• Working knowledge of customer service software, databases and tools.
• Alignment with our company's values.
• Value Added Skillsets: Proven ability to coordinate or manage technical rollout projects. Business acumen and technical understanding of payment systems and technologies. Understanding of project management/coordination Salesforce working knowledge Microsoft products (Teams, Outlook, Power Point, Excel).
• Ability to thrive as individual and part of a team.
• Communicator, ensuring teams remain on task and informed.
• Decision-Making Skills: Reputation for making quality decisions and sticking to them.
• Facilitator: Good at negotiating win-win solutions for CPI and our customers.
• Flexible: Comfortable wearing many hats and able to shift priorities as needed.
• Good listener: Allows others to express themselves and try to understand others before expressing self.
• Organized: Assembles all necessary materials and information before starting a task.
• Team Player: Approachable, and willing to follow, or lead based on the team’s need.
• Quality oral and written communication: Concise and descriptive, believes it is necessary to “overcommunicate” service project status/updates.

Benefits

• Competitive salaries.
• Generous paid time off, including sick and holiday.
• Flexible work environments.
• Medical, dental, & vision insurance.
• 401K with Company contribution.
• Flexible spending accounts.
• Life insurance and disability benefits.